FAQ Management SOP

Purpose

Creating and organizing FAQ content.

FAQs are a customer service touchpoint.

Empathy: Acknowledge the user's potential frustration.

Direct: Answer the "Yes/No" immediately, then explain.

Simple: Avoid jargon. Use "you" and "we".

Sometimes text isn't enough.

Images: Paste screenshots directly into the markdown editor.

Video: Use standard markdown video embeds or links to tutorials.

Links: Link deeper into documentation for complex answers.

Categories: Group by topic (Billing, Tech, General).

Order: Put the most asked questions at the top (Drag & Drop).